The Total Economic Impact study by Forrester, commissioned by Medallia, highlights how Medallia Agent Connect significantly enhances customer service operations through improved agent performance, streamlined QA processes, and reduced attrition. The platform automates customer feedback and QA processes, enabling better data access and analysis. Over three years, the composite organization realized a 325% ROI and $1.83M in net present value. Key benefits include a 50% reduction in agent attrition, 25% decrease in training ramp-up costs, and a 20% gain in QA efficiency. Additional qualitative benefits include improved CX scores and fostering a customer-centric culture.

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